Glasgow: 0141 248 5693 | info@hackingandpaterson.co.uk
Edinburgh: 0131 523 1575 | edinburgh@hackingandpaterson.co.uk

Complaints

At Hacking and Paterson we aim to deliver the best service to our customers.  In event that our service does not meet your expectations, we are committed to investigating and doing our best to put the situation right for you.

We define a formal complaint as written expression of dissatisfaction with our service, as detailed within our Terms of Service and Delivery Standards, or the service of a contractor instructed by us on your behalf.

Step 1 – Frontline Resolution
In the event that you are dissatisfied in any way please tell us. You can raise your formal complaint in writing. It is important at this step to provide us with as much information as possible about the circumstances leading to your dissatisfaction and more importantly to convey what you consider is required to resolve the matter.
We aim to resolve all formal complaints quickly and where possible at this step. Our frontline resolution response will be issued within 7 working days of receipt of your formal complaint. If more time is required, we will advise you of the reason for this and also when you can expect to receive our response.

At this stage your formal complaint will be dealt with and responded to by a Property Manager, whose contact details will be provided to you.

Step 2 – Formal Complaint Investigation
If our frontline resolution does not resolve your formal complaint you may request our “Application for Formal Complaint Resolution” form for completion and return. Completion of this form will help us to understand why you remain dissatisfied and the outcome you are looking for. The form will be acknowledged within 3 working days of receipt and the formal complaint investigated. Our aim at this step is to provide written confirmation of the investigation findings along with resolution to your formal complaint within a 14 working day period, from date of receipt. If more time is required, we will advise you of the reason for this and also when you can expect to receive our response.

At this stage your formal complaint will be investigated and responded to by a Property Manager or Director, whose contact details will be provided to you.

Step 3 – Final Formal Complaint Review
If after receipt of our step 2 response you remain dissatisfied with the resolution offered, this should be intimated to our office in writing within a period of 28 days. Upon receipt, a final review of your formal complaint will be carried out and our final written decision issued within a 14 working day period, from date of receipt. If more time is required, we will advise you of the reason for this and also when you can expect to receive our response.

At this stage your formal complaint will be reviewed and responded to by a Director, whose contact details will be provided to you.

In the event that our final written decision does not resolve your formal complaint, you may apply to the First-tier Tribunal for Scotland (Housing and Property Chamber) which has authority to consider complaints against a property factor, in accordance with the Property Factors (Scotland) Act 2011, once the formal complaints procedure has been exhausted. At this point in the process we would consider resolving the matter by means of mediation where this is proposed by the First-tier Tribunal for Scotland (Housing and Property Chamber).

The First-tier Tribunal for Scotland (Housing and Property Chamber) can be contacted at:

First-tier Tribunal for Scotland (Housing and Property Chamber)
4th Floor
1 Atlantic Quay,  45 Robertson Street, Glasgow  G2 8LH
T: 0141 302 5900
F: 0141 302 5901
E: HPCAdmin@scotcourtstribunals.gov.uk

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